An Organisational Study on the Effects of Intrinsic Customer Service Demands: A Perspective from Emotional Labour Theory
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Date
2016-08-01
Authors
Journal Title
Journal ISSN
Volume Title
Publisher
De Gruyter Open
Abstract
The purpose of this research is to examine employees’ views on adverse
consequences caused by strict compliance to display rules of intrinsic labour demands as
against its appropriate necessities within a call centre context. Using an interpretative
phenomenological methodology for the study analysis, 25 semi-structured interviews were
conducted with telephone agents working in a call centre outlet in Lagos state, Nigeria. Based on
the emotional labour theory, enquires were made about general outcomes experienced from
conforming to organisational rules of emotional management during customer service
encounters. Findings confirmed that the adversarial impact of affective conformity tends to
threaten the positive intentions of these mandatory components of service work. Thus, a
proposed theoretical model emerged from the study’s interpretive accounts Based on these
significant research findings, detailed practical implications were discussed on ways in which call
centre businesses operating in a non-Western context can extenuate poor affective deliveries
arising from mismanagement of emotional labour.
Description
Keywords
Emotional labour, Call-centres outlets, Nigeria, Non-Western context, Telephone agents
Citation
Babatunde, A. (2016). An Organisational Study on the Effects of Intrinsic Customer Service Demands: A Perspective from Emotional Labour Theory. Studies in Business and Economics, 11(2), 5-18.